Govia is a joint venture between the Go-Ahead Group (65 %) and Keolis (35 %), two substantial and successful transport companies in their own right. Govia has extensive experience running complex and challenging rail operations, managing significant change programmes, and it has introduced more new train fleets in the UK than any other operator.

Govia currently runs four major rail franchises: Govia Thameslink Railway (GTR), Southern, Southeastern and London Midland. Govia is the UK's busiest rail operator, currently providing c.35 % of all passenger journeys.

Established in 1987, The Go-Ahead Group has its roots in the North East where it was formed following de-regulation of the bus industry. Ten years later, with rail privatisation, the company entered into partnership with Keolis and began running the Thameslink franchise as Govia. It has run Southern since 2001, Southeastern since 2006 and London Midland since 2007. Go-Ahead has a turnover of GBP 2 600 000 000 and some 23 500 employees.

In July 2015, the new integrated GTR franchise will begin operating and will encompass the routes currently operated by Southern, Gatwick Express, Thameslink and Great Northern. The customer service operations for these operators are currently split between 2 separate service providers and GTR requires this to be based solely with one provider. Both contracts with the incumbent Suppliers cease in September 2015 therefore any prospective Supplier will need to be prepared to commence service in September 2015.

Included in the scope of the tender is the provision of the customer service operation for Southeastern. The contract with the Southeastern incumbent supplier will also expire in September 2015. The Southeastern service is a blend of in-house resource to manage more complex communication and an outsourced element.

Note this requirement is strictly for an on-shore operation.